Wellbeing and the web: Supporting vulnerable people online

Irene Mackintosh, Mhor Collective 28th Feb 2019

Maximising benefits and minimising risk or: ‘The invisible thin line between the individual’s rights and
our duty to protect’

Towards the end of January, practitioners from across the third sector came together as part of SCVO’s One Digital
agenda to focus on the issue of supporting vulnerable people in accessing the benefits and opportunities of the
internet, and to discuss how, as a sector, we might overcome particular challenges related to this, especially
in light of research evidencing a close connection between social exclusion and digital
exclusion. It’s a theme we’re hearing regularly as we roll out digital champion training – with staff and
volunteers highlighting issues related to personal autonomy and empowerment as well as how best to manage risk
and keep individuals safe in a complex digital environment.

In the context of our meeting, defining ‘vulnerability’ presented an initial challenge –the group opened discussion
to a wider definition, highlighted in legislation surrounding the Protection of Vulnerable Groups (2007), noting
that there are many ways in which an individual may become vulnerable- and that the definition required a
flexible approach. ‘An important principle underpinning PVG is that a person is a protected adult by virtue of a
service they receive, not because of a particular condition or disability, and that they are a protected adult
only while receiving that service. In that sense, all of us may at one time or another be a protected adult’.
(PVG, 2007). Those attending were from a range of third sector organisations and individuals were able to give a
range of interpretations of vulnerability, reflecting the nuance and complexity of this area of our
work.

Organisational attitude

One of the key issues discussed was the organisational ‘attitude’ to digital inclusion and the impact this had on
individual practitioners. One participant noted that ‘Staff often don’t do digital because of their own
anxieties that they’ll get in trouble, or that the person they support will.’

Very few organisations in attendance had policies in place specifically related to digital to provide inclusive and
robust safeguarding for staff and individuals using services. One participant noted that ‘It seems silly that
when the internet can make such a difference to people’s lives that they are being isolated from it by the
organisations that support them because they don’t have the policies or procedures in place, or even the
access.’

Furthermore, individual participants were concerned themselves about the risks in terms of data privacy, aware that
individuals with limited digital skills are entering a new space. A colleague highlighted this concern about
individual risk: ‘I feel I contribute to people’s vulnerability: I move people from their old, paper based
system, to helping them online where they may be at more risk.’ Historically, personal data was tangible, often
held safely by individuals in their own homes. The digitisation of personal information, whilst enabling often
useful systems, also contributes to personal risk, especially when individuals struggle with essential digital
skills. This was compounded with an expressed concern about staff’s own digital capability in terms of cyber
security.

Digital skills versus digital understanding

It was also acknowledged that digital understanding– as opposed to simply digital skill- is
particularly important when supporting vulnerable adults. An individual may have the practical skills to get
online; to open social media accounts; to download and share images- but not necessarily the understanding of
individual and personal boundaries, of what constitutes ‘appropriate’ language, or appropriate images to share.
This lack of digital understanding may lead to online bullying, harassment, or individuals becoming victims of
fraud, targeted abuse or catfishing.

Indeed, examples were given of individuals with vulnerabilities becoming part of the criminal justice system as a
result of their online activity. People who are vulnerable may be lead more easily than others by so-called
‘wolf hunters’ and sting organisations designed to pull offenders in.

Best Practice

We were lucky enough to have some excellent speakers on the day, highlighting great practice in the sector, including
Willie Mason from Stop it Now! Scotland who shared some excellent easy-read resources including ‘What am I looking at
online?’ and ‘I’ve made a new friend online. But I’m worried. What should I
do?’ These documents could be used in many different organisations and their highly visual style and
use of plain English make them particularly accessible. It was also fantastic to hear from David Dougan of Common Knowledge UK. Common Knowledge UK offers
innovative learning, peer education, drama and safe social networking for people with learning difficulties- and
is a veritable mine of excellent inclusive resources, including a Vimeo channel with short films on topics such as cyber bullying, how to manage
internet cookies, and pitfall and possibilities of social networks. Common Knowledge UK also offers a safe and
secure social networking space for adults with learning difficulties. It’s monitored and staff take great care
to make this one of the safest internet places for adults with learning difficulties.

Moving forward: a wee call to action!

There were several suggestions as to how we might, as individual organisations and as a sector, move forward in our
support for individuals.

Be person centred: Embrace the unique nature of those who use our services –each person is an
individual with different needs, aspirations and capabilities- and we should encourage variable paths of
support. As one participant noted, we cannot provide a ‘one size fits all’ when addressing digital exclusion,
instead ‘You have to have an open mind, an open approach to everyone, to work out what will help that
person.’

Bring on the policies! Policies, procedures and open
discussions related to digital will help staff to do their jobs and improve the services they
offer.

Training required: Staff would also welcome training and
support to strengthen their own digital understanding, especially in issues such as data privacy and cyber
security.

Digital isn’t the be-all and end-all: Sometimes what we need
isn’t a digital solution to a digital problem but rather a human, nuanced approach applied to an
individual’s needs, taking in digital as part of this.

We’re the right people to
help: Staff in the third sector have the skills to help support individuals with social skills
and to help them overcome challenges- and can transfer this expertise to the digital
space.

Sharing is caring: We need to share best practice and learn from
colleagues about practical, real world solutions.